webinar: establishing a successful end user adoption strategy
TRANSCRIPT
Webinar
Establishing A Successful End User Adoption Strategy
About Jill
Jill Hannemann@[email protected]
Director of Advisory Services
Editor, Digital Workplace Today10+ years in Knowledge Management
SharePoint Expertise: Information Architecture, Records Management, Content Migration, Document Management
Culinary project: Cinnamon Rolls!
About Yarin
Yarin [email protected]@intlock.com
Director of Marketing
6+ Years in the SharePoint Analytics Space
SharePoint Expertise: Reporting and Analytics, Collaboration, Engagement and Productivity
World Traveler
CardioLogAnalytics
Poll
How are you looking to enhance adoption?
Why Is User Adoption So Hard?
Change is hard.
Why Do We Care?
Our User Will Change When…
Uncomfortable
•Seeking Change
Vision for the Outcome
•What is “To Be”
Energy to Invest
•Personal Commitment
How Is SharePoint/Office 365 Being Used?
• File Sharing• File Storage• Collaboration• Quick links to Other Resources• Inter-departmental
collaboration• Project Management• Email• Document Attachment• Instant Messaging
• Workflows/eProcessing• Calendar• Forms• Staff Directory• Announcements/Company
News• Alerts• Departmental Information
Sharing
Common Adoption Constraints
• Complex Permissions/Can’t Access content• Problems saving and opening documents• Problems finding content• Search doesn’t work• There’s no up to date information• “I have no reason to go there”
Defining User Adoption
Organization’s Goals
• Changed Behaviors
User Goals
• Relevant Training
User
Adoption
Happy
Stakeholders
Adoption Strategy Equation
Fixing Pain Communication
Continuous Improvement
Training
Managing For Change Within Your Organization
Planning For Change Management
“Change Management Fundamentals – The 20% you need to know which will make you know more than 80% of your colleagues.” – John Westworth, Microsoft
80% 10%10%
Your User Base
Nay-sayers Early AdoptersThe 20% You Need to Know to Onboard this 80%
Tactics For Understanding Adoption For You
• Understanding your users’ needs
• What is the culture of the organization?
• Who are your early adopters?
• Who are your nay-sayers?
• What are the inefficiencies of the company?
• How can time be saved?
Know thy Business Requirements!
Then measure the current process –• How long does it take users to complete tasks? • How many steps are involved? • How many people are involved that don’t need to be?
Adoption Campaign
What does an adoption campaign look like?
Communication Planning
•Roadmap
•What’s in it for me?
•What’s in it for the organization?
•Change management
•Training opportunities
Governance Definition
•Roles and Responsibilities
•What is the role of Office365? SharePoint?
•How tos/Rules of the road
Training and Education
•Steps for the “How tos”
• Just in time information
•Classes, videos, one-page guides
Measurement and Tracking
•ROI statements
•Gamification
•How long did it take to complete “x” task before solutions, and after?
•Usage counts: sites, pages, search, document views, etc.
Feedback and Continual Support
•Passive vs. Direct
•Continue to enhance training/education
•Communicate roadmap
When Should Your Adoption Strategy Start?
Requirements Gathering
Designing the Site and IA
Implementation
Migration
Training
Roll OutIt does NOT Start Here
It Starts Here!
Insert This Process Into Your Office 365 Design And Implementation
Identify the Problem
Measure Current State
Insert New Solution
Train and Support
Measure To Be State
Requirements Gathering
• Identify the problem
Designing the Site and IA
• Measure current state
Implementation• Insert
new solution
Migration
Training• Training
and Support
Roll Out• Measure
To Be State
Managing For Change Through Communication
• Acknowledge existing practices
• Identify pain points
Current State
• Migration
• Temporary activities
• Participation and effort
Transition State
• Training
• Feedback loop
• Improvement
Future State
Defining your Communication Plan
Allowing For Feedback And Support
Passive Feedback
Direct Feedback
AnalyticsUsage Metrics: Before and After
HelpdeskSupport Meet UpsFeedback/Question Button
Creating Your Adoption Strategy
• Understanding your users:
• Finding that 20% to get 80%
• Know Thy Business Requirements
• Begin your Adoption Strategy at the onset of your project
• Measure and Continually Refine!
Uncomfortable
• Seeking Change
Vision for the Outcome
• What is “To Be”
Energy to Invest
• Personal Commitment
THE ULTIMATE ON-PREMISE ANALYTICS
SOLUTION FOR ENTERPRISES
In-depth SharePoint analytics,
insight, and usage reports
MONITOR
Connect to your portal and website
users to understand their challenges
ENGAGE
Increase corporate productivity
and improve portal and website ROI
ENHANCE
Engage your Portal and Website Users
WHY PORTAL ANALYTICS FOR
ADOPTION?
“If you can’t measure it,
you can’t manage it!”
COMMON QUESTIONS
• How many people are using the Portal?
• What are most users doing on the Portal?
• How should I plan for the growth of my Portal?
• What is the most popular search?
• Where are my users coming from?
• What are my customers downloading?
OUR CUSTOMERS WERE ABLE TO:
IMPROVE PORTAL
ROI
IDENTIFY USER
CHALLANGES
ENHANCE PORTAL
USABILITY
INCREASE CORPORATE
PRODUCTIVITY
Adoption - Small Steps
3 Key Ways to Track Adoption
Productivity CollaborationEngagement
Read More About SharePoint & Office 365 Analytics
Set up your team for success –take advantage of our free intranet usability assessment.
Contact Us For Detailshttp://www.portalsolutions.net/schedule-a-consultation
Next Steps
Thank you. Download our Tip Sheet:9.5 Secrets To Improving Intranet UserAdoption Across Your Organization